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Many organizations outsource the operations of their IT Operations for various reasons, including lowering operating costs, improving service, and freeing up resources to address more strategic needs in the organization. While many organizations claim to meet the goals of their outsourcing arrangements as a whole, typically several areas within operations don’t meet expectations. One specific area where I’ve seen this happen, more often than not, is in the area of workload automation, particularly in the areas of monitoring and reporting.